Deteriorating service

Good day, Why does a refund for which I claimed for, and submitted proof of payment for, and indicated in the cover e-mail that I already paid the account in full get refunded to the medical practitioner? Why O Why??? The problem is exacerated by the fact that the claim notifications still does not work. I am so tired of the story of "the problem was resolved and the backlog will be sent in batches" I am not getting ANYTHING. Not new, not old, NOTHING.